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Arizona Department of Economic Security · 8 hours ago

CUSTOMER SERVICE REPRESENTATIVE 2

Phoenix, AZ

Full-time

Onsite

Entry Level

$16.35/hr - $16.35/hr

1+ years exp

The Arizona Department of Economic Security (DES) is committed to strengthening individuals, families, and communities for a better quality of life. They are seeking a Customer Service Representative 2 to serve as the first point of contact in their Phoenix Field Office, where the individual will screen various assistance applications and assist customers with inquiries and issues.

AssociationGovernmentInformation TechnologySecurity

No H1B

Responsibilities

In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow

Screen applications for NA Expedite criteria as well as data entering applications

Educate customers on Rights and Responsibilities, Change Reporting, Self Service options and interviewing requirements/process

Scan and upload documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type

Ordering and storing office supplies and equipment

Issue Electronic Benefit Transfer (EBT) cards

Ensure the Voter Registration process is followed

May translate or submit translation when appropriate

Data entering applications

Resolve client issues

Responds to difficult, time sensitive complaints and feedback

Provide conflict de-escalation in dealing with irate clients

Refer customers to upper management for unresolved issues

Open and date stamp incoming mail

Troubleshooting equipment by contacting the Helpdesk or Resolution center

Qualification

Customer service experienceData entryGoogle WorkspaceProblem resolutionActive listeningWritten communicationOral communicationTime managementCritical thinking

Required

In person interaction with customers to determine what steps to follow in the appropriate Standard Work and place customer in the correct workflow

Screen applications for NA Expedite criteria as well as data entering applications

Educate customers on Rights and Responsibilities, Change Reporting, Self Service options and interviewing requirements/process

Scan and upload documents into the FAA's Document Management System and FAA's Eligibility System into the appropriate document type

Ordering and storing office supplies and equipment

Issue Electronic Benefit Transfer (EBT) cards

Ensure the Voter Registration process is followed

May translate or submit translation when appropriate

Data entering applications

Resolve client issues

Responds to difficult, time sensitive complaints and feedback

Provide conflict de-escalation in dealing with irate clients

Refer customers to upper management for unresolved issues

Open and date stamp incoming mail

Troubleshooting equipment by contacting the Helpdesk or Resolution center

Knowledge of computer service practices and techniques

Knowledge of administrative, office, and clerical procedures

Knowledge of program rules, regulations, policies and procedures, and computer systems

Knowledge of problem resolution techniques using logic and reasoning

Knowledge of English language for sentence structure, composition, content, spelling, and grammar

Skills in active listening

Skills in good written and oral communication to convey information effectively

Skills in effective time management, organization and prioritizing tasks

Skills in identifying alternative solutions

Skills in use of Google Workspace

Ability to professionally interact with all levels of personnel and customers

Ability to work independently or collaboratively with a group

Ability to multi-task and work under competing priorities

Ability to adapt to changing environments and new technologies

Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality standards

Ability to engage critical thinking using logic and reasoning

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements

Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency's ability to reasonably accommodate any restrictions

All newly hire State employees are subject to and must successfully complete the Electronic Employment Verification Program (E-Verify)